AccountId: 011433970860
ContactId: 0b811b74-cdf4-46bd-944e-8699b6ee3d4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231350 ms
Total Talk Time (AGENT): 114110 ms
Total Talk Time (CUSTOMER): 44712 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/0b811b74-cdf4-46bd-944e-8699b6ee3d4c_20250522T16:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just calling to verify benefits for a patient please.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility and benefits. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] My name's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] is my middle name, but I spell it [PII]
[CUSTOMER][NEUTRAL] Oh, OK. Yeah, it's not super common, but I see it spelled a lot of different ways.
[AGENT][NEUTRAL] And at least
[AGENT][NEUTRAL] Right. Um, may I have the member's policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's 02615114.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Oh, it's just for an office visit.
[AGENT][NEUTRAL] Office visit, OK, hold on one moment.
[AGENT][NEUTRAL] have an amount.
[AGENT][NEUTRAL] Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Sure, that's fine.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh Lord, why, why, at least this one is newer policy.
[AGENT][NEUTRAL] So, what is it? $125 what?
[AGENT][NEUTRAL] Physician's office benefit amount is numbered, oh, it's Percy why.
[AGENT][NEUTRAL] No, that's surgery in a physician's office. So hold on.
[AGENT][NEUTRAL] I want this physician office.
[AGENT][NEUTRAL] Amount days, OK.
[AGENT][NEUTRAL] Are you serious? $100.
[AGENT][NEUTRAL] All right now, I'm gonna read what it say.
[AGENT][NEUTRAL] Physician's office.
[AGENT][NEUTRAL] That's what they say to me, $100 per $100 per visit 3 times.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Per calendar year.
[AGENT][NEUTRAL] All right, well, I gave the disclaimer. There's no policy sir to use.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you so much for holding the policy. We'll pay up to $100 per visit with a max of 3 visits per calendar year.
[CUSTOMER][NEUTRAL] OK, does he have a co-pay?
[AGENT][NEUTRAL] Um, there's no co-pay for this policy. It's a hospital indemnity policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, perfect. Do you do reference numbers?
[AGENT][NEUTRAL] Um, so there's no call reference number, but you can use my name in today's date and again that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] Thanks so much appreciate it.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] No, I don't think so.
[AGENT][POSITIVE] Alright well have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.